Customer Service Team Leader

VanRath; Belfast; On-site; GBP 30,000 - 40,000; Full time

Job summary

A growing retail brand in Northern Ireland is seeking a dedicated Customer Care Supervisor to lead a dynamic team. You will ensure exceptional customer service, manage escalated queries, and liaise with retail stores to maintain high standards. The ideal candidate has experience in a customer-facing role within fashion and strong leadership skills. This is a full-time opportunity, perfect for someone who thrives in a customer-centric environment.

Qualifications

• Proven experience in a customer-facing or service leadership role within fashion, lifestyle, or premium retail.
• A genuine passion for fashion, design, and creating memorable customer experiences.
• Strong leadership and coaching skills with the ability to motivate and support a team.
• Excellent written and verbal communication, with a warm, professional tone.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• Confident using Microsoft Office and CRM systems.
• Calm and solutions-focused when handling challenging situations.

Responsibilities

• Supervise and support the customer care team, ensuring a high standard of service across all communication channels (email, phone, and social).
• Handle escalated customer queries and complaints, ensuring empathetic, timely, and brand-aligned resolutions.
• Liaise with retail stores, warehouse, and suppliers to coordinate deliveries, exchanges, and returns efficiently.
• Oversee the management of customer orders, ensuring accuracy and attention to detail at every stage.
• Support the development and training of the customer care team, focusing on service excellence and product knowledge.
• Provide feedback to management on recurring issues, customer insights, and opportunities for process improvement.
• Maintain strong product knowledge across collections to confidently assist customers with style, sizing, and aftercare queries.
• Uphold brand presentation standards in all written and verbal communications, ensuring consistency with brand identity.
• Monitor team performance metrics and contribute to the continuous improvement of service delivery.

Job description

Customer Care Supervisor - Permanent, Full Time

Are you passionate about fashion, customer experience, and team leadership? We're looking for a dedicated and engaging Customer Care Supervisor to join a growing retail brand known for its commitment to quality and style.

This is an exciting opportunity for someone with a background in fashion or lifestyle retail who takes pride in delivering exceptional service and leading others to do the same. If you thrive in a fast-paced, customer-centric environment and love finding solutions that leave a lasting impression, we'd love to hear from you.

The Role

As a Customer Care Supervisor, you'll lead a small, dynamic team responsible for providing first-class support to customers both pre- and post-purchase. You'll ensure every interaction reflects the brand's tone, values, and commitment to excellence. You'll also work closely with retail stores, suppliers, and logistics teams to ensure smooth resolutions and seamless customer journeys.

Key Responsibilities

• Supervise and support the customer care team, ensuring a high standard of service across all communication channels (email, phone, and social).
• Handle escalated customer queries and complaints, ensuring empathetic, timely, and brand-aligned resolutions.
• Liaise with retail stores, warehouse, and suppliers to coordinate deliveries, exchanges, and returns efficiently.
• Oversee the management of customer orders, ensuring accuracy and attention to detail at every stage.
• Support the development and training of the customer care team, focusing on service excellence and product knowledge.
• Provide feedback to management on recurring issues, customer insights, and opportunities for process improvement.
• Maintain strong product knowledge across collections to confidently assist customers with style, sizing, and aftercare queries.
• Uphold brand presentation standards in all written and verbal communications, ensuring consistency with brand identity.
• Monitor team performance metrics and contribute to the continuous improvement of service delivery.

The Person

Essential Skills & Experience

• Proven experience in a customer-facing or service leadership role within fashion, lifestyle, or premium retail.
• A genuine passion for fashion, design, and creating memorable customer experiences.
• Strong leadership and coaching skills with the ability to motivate and support a team.
• Excellent written and verbal communication, with a warm, professional tone.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• Confident using Microsoft Office and CRM systems.
• Calm and solutions-focused when handling challenging situations.

For more information and a confidential chat please reach out to Phil Doherty @ VANRATH